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Wireless Enhanced 9-1-1 (E9-1-1)

What is 9-1-1 service?

9-1-1 service provides a three-digit code that you may dial from your mobile device during an emergency to reach an emergency operator and access emergency services. Not all municipalities provide 9-1-1 service so it is possible that you may be in an area where 9-1-1 service will not work.

In areas where 9-1-1 service is available, it can be provided in one of the following forms:

  • Enhanced 9-1-1 (E9-1-1)
  • Basic 9-1-1 (B9-1-1)

E9-1-1 service is the most common form and is available in all areas of Manitoba where 9-1-1 service is available.

If you are travelling outside of Manitoba, there are areas of Canada where only B9-1-1 service is provided.

Tips to remember when calling 9-1-1
  1. Always provide your name, mobile number (including area code) and location to the operator.
  2. Stay on the line with the operator as long as required. Calls made to 9-1-1 will not be counted towards the minutes in your rate plan.
  3. Do not hang up until the emergency operator tells you to do so.
  4. Leave your mobile device turned on after hanging up in case the operator needs to call you back.
  5. Stay on the line with the operator if you experience a few seconds of intermittent audio at the beginning of your call. Do not hang up and call back. This is a normal operation and may occur while the network is processing your location information.
  6. Do not program 9-1-1 into your speed dial or contacts. This will increase the likelihood of accidental calls.
Availability of 9-1-1

Calls made to 9-1-1 (like all calls from a mobile device) are affected by the signal strength in your location. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location. 9-1-1 service will not work during network outages, including during planned hardware or software upgrades.

E9-1-1 service is available in most Bell MTS coverage areas in Manitoba provided that the local emergency operators that are handling your 9-1-1 call are equipped to receive your GPS / location information.

E9-1-1 service is available in most Bell Mobility coverage areas outside of Manitoba, including:

  • British Columbia
  • Alberta
  • Saskatchewan
  • Ontario
  • Quebec
  • New Brunswick
  • Prince Edward Island
  • Nova Scotia

In addition, 9-1-1 services are not available in some areas such as the Northwest Territories and Nunavut.

Provincial Basic 9-1-1 service is provided in most Bell Mobility coverage areas in Newfoundland and Labrador and the Yukon.

If you are unsure of the availability of B9-1-1 or E9-1-1 services in your area, please contact your local police or fire department or the municipal or provincial emergency service authorities. Do not dial 9-1-1 for this information.

Limitations of your wireless service

Your wireless service, including 9-1-1, may not be available due to environmental or topographical conditions that could affect cellular signal strength or coverage. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location.

Bell MTS does not guarantee your wireless service, including 9-1-1 service, will work on devices:

  1. Not purchased directly from Bell MTS (or its corporate or dealer locations), or
  2. Modified in a way which Bell MTS has not authorized (including, via manufacturer or third party software updates, third party device unlocking services or device tampering).

9-1-1 Service does not work with all devices or rate plans (defined below): certain devices like tablets, modems and turbo sticks/hubs or devices equipped with data-only rate plans may not support, or be intended for, voice services and either can’t be used to call or access 9-1-1 or, if 9-1-1 access is available, it may include important limitations such as, for example, the 9-1-1 operator’s inability to call you back in the event your call is disconnected.

What is Enhanced 9-1-1 (E9-1-1) service)?

E9-1-1 provides emergency operators with your mobile number (including area code) and your approximate location information, as determined by the nearest cellular tower handling the 9-1-1 call.

If you dial 9-1-1 from your mobile device in an area where E9-1-1 service is available, your call will be sent automatically to the appropriate emergency response centre for your region.

Always provide your name, mobile number (including area code) and location to the operator.

What is Basic 9-1-1 (B9-1-1) service)?

If you dial 9-1-1 from your mobile device in an area where B9-1-1 service is provided, your call does not provide your location information to the typical emergency response centre for that area.

In some areas, your call may not automatically be sent to the typical emergency response centre for that area and may first be answered by a third-party operator.

You must be ready to provide your location information to the operator who will then route the emergency call to the appropriate emergency centre based on the information you provide.

You may then need to repeat your location since it is not automatically obtained or sent to the 9-1-1 agencies.

What is Text with 9-1-1 (T9-1-1) Service?

Text with 9-1-1 (T9-1-1) is a free-of-charge service that allows deaf or hard of hearing users to communicate with a 9-1-1 call centre in the form of text messaging, also known as Short Message Service (SMS).

T9-1-1 provides the 9-1-1 caller's mobile number (including area code) and approximate location information to the emergency operator.

T9-1-1 is not available in areas where E9-1-1 service is not available.

For more information, including T9-1-1 service availability, compatible mobile phones, eligibility rules, how to register and how to make a T9-1-1 call, please visit Text with 9-1-1 (T9-1-1).

Costs
Access to 9-1-1 emergency service is included in your Bell MTS rate plan.
Limitations of dialing 9-1-1 using third party Voice over IP (VoIP) apps on select Android devices

An issue has been identified that may affect wireless customers using VoIP-based apps like Viber and Skype on Android OS phones.

If you use one of these apps to make calls, you may be unable to reach 9-1-1 in case of an emergency.

This issue is not specific to Bell MTS and it could affect customers with any wireless service provider.

We recommend customers avoid using VoIP apps as their default dialer until this issue is resolved.

To avoid using VoIP apps as a default dialer and ensure 9-1-1 calls can be made, we strongly recommend customers follow these steps:

  1. Select Settings (or System Settings) on your phone.
  2. Scroll down to Applications (may be listed as Apps or Application Manager).
  3. Select the phone dialer application that was set as the default for dialing calls (e.g. Skype or Viber).
  4. Scroll down to the "Launch by default" section and click on tile Clear defaults button.

Note:

To prevent this issue from reoccurring, we recommend choosing your native phone dialer to place calls until this issue is resolved.

Please visit the Canadian Wireless Telecommunications Association (CWTA) to learn more.

Samsung R330: mandatory software update for emergency services (9-1-1)

Certain Samsung R330 (model SCH-R330) flip cover phones have an issue that prevents customers from making a 9-1-1 call properly. This issue is not specific to your Bell MTS service.

A free software update is available to correct this problem and should be installed immediately.

To start the update, follow these steps:

  1. Select Tools from the main menu.
  2. Select Update phone.
  3. Select Update firmware.
  4. Follow the on-screen prompts

Once the update is performed, you will see "Firmware Update Complete" appear on your screen. This confirms that your phone has received the necessary update and will function properly. You may also check by pressing Menu > Settings > Phone Info > Version [Version GH09)

Note:

Do not check by dialing 9-1-1. Dial 9-1-1 only in case of an emergency.

Although not all Samsung R330 flip cover phones are affected, as a precautionary measure it is important that all Samsung R330 phones receive the update.

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